• Journal of Industrial Convergence
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• v.13 no.2
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• pp.25-37
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• 2015

The purpose of this study is about the influence of the Service quality on the customer loyalty depending on the customer value(social and psychological value, functional value) because of the dynamic business environment is react quickly and flexibly, many of today's companies are required to consult an expert. According to the circumstances, Service Firms(Hotel) should be provide a differentiated service for each customer. And this paper attempt to theoretical organize and take advantage of practical in Service industry. The questionaries of 154 from the companies which have received Service in 3 years in the metropolis and small and medium-sized cities were used to test hierarchical regression model with mediating effects of customer value between Service quality and Customer loyalty by SPSS(PASW) 18.0 version. From these analyses, the following results were obtained: First, social-psychological value have partially mediated effect on the tangibility, responsibility, assurance and customer loyalty. Second, functional value have partially mediated effects on the between tangibles, reliability and customer loyalty. The result suggests that 'tangibility', 'reliability', 'responsibility', 'assurance', 'empathy' are the most important factors to affect customer loyalty, and there are partially mediated effects of customer intention between Service quality and Customer loyalty. In conclusion, to improve the specific and actual meaning and value about the Hotel service quality and to give the suggestions on the Hotel's marketing communication by understanding the customer action.

• Journal of Distribution Science
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• v.20 no.8
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• pp.69-79
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• 2022

Purpose: In the context of the emergence of industry 4.0, using mobile phones as a modern distribution channel to execute financial services is a significant solution for commercial banks' retail services and a gateway to promote financial inclusion and market development. Despite that service quality and customer satisfaction are two diverse notions and closely related to each other in the service sector, there is hardly a research which empirically examines the impacts of each dimensions of mobile banking service quality and customer satisfaction. Research design, data and methodology: This study first employs in-depth interview to explore various aspects of mobile banking service quality dimensions, including empathy, responsiveness, tangibility, assurance, and reliability that serves to develop measurement scales and hypothesis development. A quantitative survey is followed to collect data from 265 Vietnamese bank customers to empirically test the conceptual model. Resutls: Our findings indicate that more human-related factors including empathy, assurance, and responsiveness show the strongest impacts on customer satisfaction with mobile banking service while tangibility and reliability, as technical aspects, are less influential factors. Conclusions: Finally, some crucial implications are drawn for the banks to manage consumer behavior in mobile banking.

• Journal of Korea Society of Digital Industry and Information Management
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• v.5 no.4
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• pp.231-247
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• 2009

With the growth of e-commerce banks make the best use of internet banking which can provide all sorts of financial services in cyber space and satisfy customers beyond traditional banking services which are cash reserve and loan based on retail. For survival of internet banking high quality of service should be provided to customers. For this, the attributes of service quality in internet banking should be identified first. The studies on scale of service quality in internet banking have been divided into two ways. While traditional way has focused on SERVQUAL, several researchers have developed scale of e-service quality. However, the dimension of e-service quality is applied from the traditional dimension of service quality. In this paper five dimensions of tangibles, reliability, responsiveness, assurance, and empathy based on SERVQUAL are used as scale of service quality in internet banking through reviewing previous studies. In addition, because service value is correlated to service quality, the dimensions of service quality can affect e-service value. The positive relationship among e-service value, customer satisfaction, and customer loyalty in online or offline service has been identified by previous studies. The purpose of this study is to identify the relationship among service quality, e-service value, customer satisfaction, and customer loyalty in internet banking. SPSS 12.0 is used to test validity and reliability of questionnaire items and correlation of variables and AMOS 4.0 is used to test the hypotheses. The results of this study show that the responsiveness, assurance, and empathy factors of service quality have a positive effect on service value and that the tangible and assurance factors have a positive effect on customer satisfaction. It also shows that e-service value affects positively customer satisfaction and loyalty. Customer satisfaction affects positively customer loyalty. Therefore, to enhance customer satisfaction and loyalty, service quality and value of internet banking should be improved through reinforcing customers' trust in internet service quality.

• The Journal of Information Systems
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• v.21 no.4
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• pp.155-183
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• 2012

Means-Ends Network model was used to identify factors of means objective(means supplied by vendor) and fundamental objectives(purchasing motivations) for purchasing decision-making structure and dimensions of customer values on purchasers of internet shopping mall in Korea and China. In Means-Ends Network 6 factors(shopping travel, shipping assurance, vendor trust, online payment, product choice, and recommender systems) were found as a means objectives and 3 factors(shopping convenience, internet environment, customer support) as a fundamental objectives of shopping. However the results of hypotheses test for Means-Ends Network show some important differences between two countries. Something important to notice here is that Chinese customers shopping in China recognize shipping assurance factor and vendor trust factor as important factors satisfying all fundamental objectives unlike as in the case of our country. As these two factors are attribution factors responsible to the sellers, it is identified that customers do not trust the sellers and sellers have not met the expectations of customers. Therefore, these results show that the seller efforts assuring the reliability of the seller themselves, such as conducting its own compensation scheme are more important rather than the establishment of the guarantee institution to guarantee reliability and delivery assurance of sellers and implementation of legal and institutional apparatus such as the settlement of e-commerce licence system. Though this study presents such an important marketing implications, it can be pointed out that the limits are this research was done on the general Internet shopping malls without considering the Internet shopping mall types of diversity, the survey was designed around the student samples for convenience of the investigation because it was an international survey and the collected data has been limited to the western coast cities, such as China's Beijing, Shanghai, and Dalian.

• Journal of Korea Society of Industrial Information Systems
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• v.13 no.2
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• pp.35-46
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• 2008

This research developed a strategy for mobile banking services based on the important factors deduced from quality assessment of mobile banking service that is experiencing rapid growth of user. SERVQUAL model and importance-performance tool were used. First, SERVQUAL model uses the important factors of mobile banking service selected from literature reviews. As a result, four dimensions that affect user satisfaction are found; assurance, customer orientation, tangibility, and reliability. Second, importance-performance analysis is to develop the strategy using the four factors. The final results revealed that assurance dimension had the strongest influence on user satisfaction. Assurance dimension of high expectation and yet low real performance needs immediate improvement. Customer orientation dimension of low expectation and performance should be reconsidered definition of satisfaction. On the other hand, tangibility dimension of higher performance than expectation is simply to maintain current level. Reliability dimension of high expectation and performance is recommended consistent management.

• Journal of Korea Society of Industrial Information Systems
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• v.7 no.2
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• pp.33-39
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• 2002

Accelerated life testing of a car is used to get information quickly on its life distribution. Test cars are no under severe conditions and fail sooner than under usual conditions. A model is fitted to the accelerated failure times and then extrapolated to estimate the life distribution under usual conditions. This paper presents an accelerated test md the reliability growth theory, and applies it to some subsystems of cars during their prototype and pilot testing. The data presented illustrates explicitly the prediction of the reliability growth in the product development cycle. The application of these techniques is a part of the product assurance function that plays an important role in product reliability improvement.

• Journal of the Korean Home Economics Association
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• v.49 no.7
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• pp.1-11
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• 2011

This study identified the use types of a home help service and the level of service quality and reviewed the extent of their effects on consumer satisfaction. As a result of measuring the service quality in terms of support, assurance, reliability, empathy and responsiveness, a high overall reliability was demonstrated in the service. The consumer satisfaction with the home help service was discovered as being high, in general. Meanwhile, with the female research participants, the lower the service fee was perceived to be, the higher the consumer satisfaction. The quality assessment items concerning support and reliability were found to be important variables which were influential on consumer satisfaction. Therefore, it has been shown to be imperative to prepare political alternatives regarding the development of the service standard in order to protect user's rights, offer relevant information, and ensure reliability in the home help service.

• International Journal of Reliability and Applications
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• v.1 no.1
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• pp.89-104
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• 2000

Accelerated testing consists of a variety of test methods for shortening the life of products or hastening the degradation of their performance. This paper presents practical, modern statistical methods for evaluating the reliability of Nickel-Cadmium batteries at their design temperature of 2$0^{\circ}C$ by accelerated life test. Batteries have been life tested at three high temperature conditions, 50, 60, 7$0^{\circ}C$, respectively to yield failures quickly. The failures have been observed and judged by means of charge and discharge current integration. Analyses of life data from those conditions resulted in the Weibull distribution, which has been verified on the ground of the Kolmogorov-smirnov test and the pairwise t-test. Life data are modeled according to the Arrhenius life-temperature relationship. The mean life of tested batteries is assessed at about 590 cycles, and the activation energy of this chemical reaction is concluded to be 0.39eV as results. This study provides procedures for estimating the reliability of batteries in a short period, which has little been possible in domestic industries. The results can be applied in many fields such as proof testing, acceptance testing, and estimating assurance periods.

• Management Science and Financial Engineering
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• v.13 no.2
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• pp.79-97
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• 2007

This paper investigates the relationship of service quality and user satisfaction in the wired and mobile Internet services based on the integrative framework of both systems. Given a moderate level of reliability and validity, the commonly driven dimensions for measuring service quality include responsiveness, assurance, empathy, convenience, usefulness, and diversity. User satisfaction is measurable by the dimensions of communication/entertainment, finance/economics, location/geography, and information/consulting. We apply the MANOVA tests to evaluate whether each of the service quality dimensions has an overall influence on user satisfaction. Next, multiple regression analyses are conducted to check if unique positive effect exists between each combination of service quality dimensions and user satisfaction dimensions. The results show that service quality must be taken care of with respect to the assurance dimension in order to enhance customer satisfaction in the dimensions of location/geography, which will contribute to increasing the utilization of mobile service. For improving user satisfaction in the dimension of information/consulting, service quality must be supported with respect to assurance and empathy in the mobile Internet market, in addition to diversity, which is the only significant service quality in the wired Internet service.

• Journal of Korean Society of Rural Planning
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• v.22 no.2
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• pp.131-140
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• 2016

This study examined effects of service quality, reliability, responsiveness, assurance, tangibles and empathy on customer satisfaction and customer loyalty by surveying users of Jangsu Horse Riding Experience Course at a time that an interest in horseback riding experience increases. Hypothesis was tested by conducting frequency analysis and regression analysis. It was found that for service quality and customer satisfaction of horse riding experience which is hypothesis 1, all dimensions except empathy were significant. It was revealed that hypothesis 2 which customer satisfaction will have a significant influence on customer loyalty is significant. It was found that hypothesis 3 which service quality will have an influence on customer loyalty is significant except assurance of service quality. Findings of this study suggest that empathy in customer satisfaction and assurance in customer satisfaction should be improved.